Summary
Overview
Work History
Education
Skills
Timeline
Generic

ROBBERA AHAMAD

Toronto,ON

Summary

Client Services | Customer Relationship Management | Account Management Reliable, energetic and resourceful customer service professional with over 10 years of experience resolving customer complaints and promoting conflict resolution. Ability to cultivate key client relationships for multiple campaigns in diverse industries. Expertise in client services, account management, relationship-building and communication.

Overview

6
6
years of professional experience

Work History

Data Processing Clerk

Manulife at John Hancock
11.2022 - Current
  • Processed text and numerical data by reviewing consistent data entry requirements by following standard procedure for data entry and program requirements
  • Met departmental standards for processing time and accuracy
  • Consistently complied with all company guidelines and policies
  • Reviewed data for deficiencies; resolved discrepancies using standard procedure; returned incomplete information to members of management for resolution
  • Completed data processing tasks such as collecting, scrubbing, and uploading participant level account data with efficiency and accuracy to meet service levels set by management
  • Communicated effectively both verbally and written to other stake holders
  • Executed transactions with accuracy, completeness and adherence to company policies and procedures
  • Organized files for clients in efficient and user-friendly manner
  • Analyzed, interpreted and processed data and used it to generate reports using system Parts+,
  • Tsprod, management information system based on plan specific information
  • Generate data and prepare various reports with excel
  • Used data tools to collect, cleanse, and present structured and unstructured data for analysis and reporting
  • Verified that all incoming samples comply with in-house methodology and SOPs
  • Contacted client if sample does not comply with SOP
  • Demonstrated analytical, reasoning and problem-solving skills to gather and assess diverse information and assess facts and issues.
  • Managed over 50 customer calls per day.
  • Increased sales by 10%".

Manulife at John Hancock, TRS Participant Services
11.2021 - 11.2022
  • Processed telephone inquiries with participants /clients and financial advisors regarding contracts, products and procedures
  • Provided complete information to callers, resolve their questions from the first call by looking for information on appropriate systems
  • Assist with investment products available within plan provisions and retirement withdrawal options
  • Educated Client on plan provisions through John Hancock and provided in-depth knowledge on retirement payout system and its various functions to plan
  • Identify, analyze and diagnose any tax balance discrepancy or issue request to 1099R
  • Able to manage and track multiple plans with efficiency
  • Processed and administrated bi-weekly deferral and 401(k) loan files
  • Analyzed employer contributions such as employer match, profit sharing, Safe Harbor, as well as employer contributions
  • Independently processed 401K distributions and rollovers including deposits of employee's deferrals
  • Guided clients through and processed transactions such as withdrawal, loans, contribution decisions, rollovers
  • Reviewed service histories for accuracy and mediated out of state service requests
  • Worked with 401(k) and pension plans, resolving customer issues with their accounts
  • End to end daily administration (including contribution processing, investment fund changes, payment of member benefits, basic reporting and supporting advisors and plan administrators)
  • Demonstrated ability to take accurate verbatim notes
  • Ensured completion and processed accurate recording and scanning of initial case data for clients
  • Followed up on discrepancies and ensure documents are matched to the correct file
  • Verified Legal and Government documentation provided by client to endorse clients financial use to enroll in Retirement, Post-Secondary educational tuition purchases, prevention of
  • Foreclosure, Medical Hardship and Funeral Cost
  • Educated clients on legislation State Tax laws and policies and procedures to process client's financial information.

Client Service Representative

Toronto Hydro
06.2018 - 11.2021
  • Utilized case management by conducting assessments and referrals to address client needs
  • Coordinated referrals to supports and services to community agencies through City of
  • Toronto programs, and other levels of government to meet client needs in accordance to providing financial assistance
  • Verified landlords/housing providers setting up new accounts
  • Check to ensure that appropriate changes were made to resolve customer's problems
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Resolve customer's service or billing complaints by performing activities by providing subsidizing services for customer
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
  • Completed contract forms, prepare change of address records, or issue service discontinuance orders
  • Maintain records and file management system in accordance with standardized procedures
  • Prepared and deliver outgoing files, archive inactive files and monitor file movement
  • Followed up on discrepancies and ensure documents are matched to correct file
  • Prepared statistical reports using standardized formats.

Customer Service Representative

Oakville Hydro
08.2017 - 06.2018
  • Handled all incoming customer call requests and inquires
  • Managing status of accounts and balances and identifying inconsistencies
  • Educated customers on their outstanding bills and payment deadlines
  • Provide solutions to any relative problems to customers
  • Communicating with Supervisors, Peers - Providing information to supervisors, co-workers in written form, e-mail, or in person
  • Provided necessary support and accuracy to customer transactions and processing customer payments by cheque, cash, or Money Order into North star system
  • Provided proper procedures and policies to set up contract agreements to client
  • Log all incoming move-in/out applications, lawyers' letters and payments from customers and update internal records to reflect current information on account
  • Review and issue invoices and credit memo by email / mail to be delivered to client upon client request
  • Maintain other client service support functions
  • Identifying correct accounts for payment application and transferring misapplied payments to correct client services account
  • Providing detailed information with estimating billing with water consumption
  • Responded to client email inquire regarding billing issue, setting services for Hydro
  • Received, sort, prepare and filed high volume of documents, incoming and out-going mail.

Education

PMP Certification Google - Present -

Arc Bishop CSS High School

OSSD - undefined

Skills

  • Working knowledge of computers, applications and systems related to
  • MS Office Suite, AS400, CBS Software, MS Windows, MS Excel, File
  • Nexus, North Star, Sales Force
  • Experienced utilizing variety of software packaged that supports the
  • Business practices
  • Excellent communication, interpersonal and de-escalation skills and
  • Active listening with internal and external customers
  • Possess analytical skills to assist with compilation of statistical
  • Data
  • Experienced with high volume data entry and maintaining large multi-
  • Screen databases, while accurately managing large volumes of complex
  • And sensitive information
  • Prioritize planned meetings and deadlines for 10 staff
  • Prepared and formatted complex charts, graphs, and statistical data by
  • Using strong organization skills to present key data to stakeholders

Timeline

Data Processing Clerk

Manulife at John Hancock
11.2022 - Current

Manulife at John Hancock, TRS Participant Services
11.2021 - 11.2022

Client Service Representative

Toronto Hydro
06.2018 - 11.2021

Customer Service Representative

Oakville Hydro
08.2017 - 06.2018

PMP Certification Google - Present -

Arc Bishop CSS High School

OSSD - undefined

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ROBBERA AHAMAD